Billing concerns

Hi there,

when were the passes added to the account and do the dates for the roaming charges align with the duration of the passes?

Was it just one line that had these charges? As each individual line on your account will need to have purchased a pass if they all roamed, they’re not shared across multiple lines.

It’s one phone line, and the dates line up. Both $60 charges for the 30 day Europe pass and the daily easy roam. $18 fees are on the same bill (April)

thanks

Awesome, thank you for confirming those details. In that case as the duration of the passes cover the dates the roaming was charged, I will flag a rep for you to assist.

Make sure you’re logged into the community using your self serve credentials and they can take a look. They will respond here as I have. Note that response times can vary. 🙂

The only other thing I suggest you check while we wait for a response is the countries included in the pass. They span many countries in Europe, but not all of them. You can cross reference where you travelled to the included countries for the pass here: Easy Roam Travel Passes | Koodo Mobile

When did you first add the Euro Travel pass to your lines?  Did you text the code or add it online?

https://www.koodomobile.com/en/help/europe-easy-roam-travel-passes?srsltid=AfmBOorWfAJLrr3XMlJYA7dtKGue0_yiO_NHqeiEZUTd0cIbXvXVC5K5

Texted the EU30PASS code. My Koodo bill statement is showing the $60 coming out on March 22nd and April 21st. 
 

it also charged $18 a day in that same period from March 22nd to April 20th

Do you want me to send over PDF bill for this period 

What date did you text the code Euro code the first time?

March 4th or 5th 

If you added the euro pass on March 4th, then the pass expires April 17, however it doesnt explain why you would have been charged Easy Roam for 29 days from March 22-April 20.

A rep will definitely need to look into this.  Oliver already flagged a rep for you.

Also The CRTC WIreless Code also have a $100 Data roaming cap: where once you reach $100 in data roaming charges, Koodo must suspend the service, including Easy Roam charges
 

Hi ​@IanD, did you receive a confirmation when the March Travel Pass was added? Could you please add a screenshot of either the SMS or the confirmation so we can look into this further? 

We’re asking as we’re not seeing a purchase on that date. We can see a Travel Pass was added February 5 and then April 21 with notifications for both via email but nothing for March. 

I don’t have any texts saved. I set up a pass  in February, and again when I was back in Europe on March 5th. I then received another text of March 22, when I sent the code it came back with a response that the pass was already active. Then I received another text ~ April 21st to which I responded with the pass code. 
 

Please can credit the roaming costs down to $100 CAD. I will pay the bill in full while this is sorted out.

I recommend you look into your deleted SMS in the message app to see if anything is still there. Also, check your SMS usage in self-serve on that day. If an SMS is sent, there should be a record of it. That will help you and the Koodo rep to check their records much faster.

Okay. Will this be easier by phone. I’m back in Canada on Sunday. The texts and $60 30 day pass charges are clearly stated on my last bill (image attached), Sunday March 22nd and again on April 21st. 

March 22 only states that your 30 day roaming travel pass was triggered. But it not show when you texted in and added the travel pass.

The rep said they can see you texted in and added the travel pass on Feb. 5th. Which means the travel pass will expire 45 days later as shown in the link and image I provided above.

This matches your billing image as you were charged the travel pass on the 45th day on March 22nd. So the travel pass was effective for 1 day and then it expired for March 23-april 20 at which point you texted to add the travel pass again on April 21st.

This means your travel pass expired on March 23rd. So the daily easy roam rate was charged. 

However due to the wireless code as show in the Image below, Koodo should have paused your roaming easy roam charges at $100 worth of Easy Roam and ask that you consent to any additional charges. Did you get a text from koodo that you need to authorize the additional easy roam charges above $100?

I received no text or email warning about $100 cap.

Is that 45 day pass period, why I got a “pass is already active” response when I sent my SMS on March 22nd? Still a bit confused why the April 21st charges where then billed immediately, and not after the 45 day pass period like the March pass. 

I’ll be busy with my Father’s funeral tomorrow and Tuesday. So my response may be delayed to later this week. I will auto pay the full bill total of $844.56. Are you then able to issue any credits to my account? 

​@IanD 

We are sorry to hear about your loss!

We are investigating this further with the support team regarding the reason the charges were incurred at daily rates and we will get back to you.

Thank you for your patience!